The Agents screen is an advanced monitoring and intervention panel where operations managers (supervisor/admin) can track the real-time status, performance, and past activities of agents in their assigned projects.
Top Panel – Total Operation Data
Below is an explanation of each of the statistic cards located at the top of the agents screen in the Voyce Call Center Supervisor interface. This data changes in real-time according to the selected queues.
Waiting
Definition: The total number of calls in the selected queues that have not yet been connected to a customer representative and are still on hold.
Details: When the Waiting card is clicked, the following information is listed in the pop-up window:
Time when waiting started
Caller phone number
Queue in which they are waiting
Current waiting time (in seconds)
Additional Feature: There is an option to send SMS to customers in this panel. After selecting the operator and template, SMS can be sent in bulk to customers who have exceeded a certain waiting time.
Abandoned
Definition: Calls where the customer hung up before being connected while waiting are collected in this area.
Details: The card is clickable. When clicked, the following information is displayed:
Time the call was received
Phone number
Queue name
Total waiting time
Additional Feature: Callback Information
With the Show Called Back option, it is checked whether these customers have been called back in the system.
The name of the agent who spoke is displayed.
Both manual and automatic callbacks are marked separately.
Example: If a customer whose first call was abandoned later makes an inbound call, the system recognizes this conversation and marks it as “called back.”
Answered
Definition: The total number of calls that have occurred and been successfully answered in all selected queues.
Scope: Includes all call types: inbound, outbound, and manual.
Note: This card is not clickable. Call details can be found in agent-based detail screens or reports.
Total
Definition: Shows the number of unique agents logged into the system and available to take calls.
Note:
Even if the same agent is logged into multiple queues, they are counted only once.
For example, an agent logged into 3 different queues is reflected as only 1 in total.
Available
Definition: The total number of agents currently ready to take calls, i.e., in an “available” state.
On Call
Definition: Indicates the number of agents currently engaged in an active conversation.
Content: Includes all call types (inbound, outbound, manual).
On Break
Definition: The number of agents marked as on break.
Scope:
Sub-statuses like short break, lunch break, etc., are grouped under “on break” in this category.
If an agent's current status is defined under a break category, they are counted here.
All these panels provide daily data and are reset at midnight.
View and Filtering
This panel at the top of the agents screen allows supervisors to search, filter, and control the view of agents in the system. It is designed to enhance user experience and facilitate operational visibility.
Search Box
Instant search can be performed with agent name, username, or any other textual data registered in the system.
Filtering is applied as you type; results are updated in real-time.
It is case-insensitive.
Column Settings (Column Visibility)
Opened by clicking the gear icon next to the search box.
The columns visible in the table can be customized:
Desired columns can be turned on/off.
Each user can simplify the table view according to their usage habits.
The order of columns cannot be changed.
Queue Selection
Determines which queues will be displayed in the table.
The agent list and top panel statistics are automatically updated according to the selected queues.
Multiple selections can be made.
The applied queue filter is valid for all operations (viewing, management, statistics).
Show/Hide Inactive Agents
Controls the visibility of agents who have logged in at least once but are not currently active.
When the eye icon is clicked:
Open Eye: All agents (active + those who have logged in in the past) are visible.
Closed Eye: Only agents currently active in the system are listed.
This feature allows retrospective actions on users who have logged out of the system (queue assignment, announcement sending, etc.).
Card/Table View Selection
Switch between card and table view with the card icon.
Card View:
Agents are displayed in vertical card blocks.
Visual density is increased, each agent has a separate card.
Table View:
Agents are listed row by row (default view).
All agents are summarized in a single table, making comparison easier.
Both views show the same data; only the presentation format changes.
Agent List
In the lower panel, daily and real-time performance data for each customer representative (agent) is displayed in a single row. Agents can be monitored through this table, selected for bulk actions, and detail screens can be opened.
Table Column Descriptions
Column Name | Description |
Agent | The user's name and avatar in the system. |
Status | The current agent status (e.g., Available, On Call, On Break, Offline). |
Duration | The time the agent has spent in the current status (active time counter). |
Queue | If currently receiving an active call, the name of the queue from which the call came. Appears empty when offline. |
Total Call Time | The total duration of all calls made during the day. |
Average Call Time | The average talk time per call. |
Average Response Time | The average time taken to answer a call once it arrives. |
Answered (Inbound) | The number of inbound calls answered by the agent (in units). |
Total Calls Handled | The total number of calls handled by the agent during the day (inbound + outbound + manual). |
Break Time Used | Total break time for the day. |
Efficiency | The efficiency rate calculated by the system (%). Displayed both graphically and numerically. |
Efficiency (%) = Efficiency = ((Time Logged In) - (Time on Break)) / (Ringing + Dialing + After Call + All Calls) × 100
Efficiency is calculated using this method.
Agent-Specific Dashboard Information
When you click on any agent's row in the table, the Agent Detail Card (Dashboard view) opens. Here you can find:
Daily call data
Performance statistics
Current status information
You can find detailed explanations of this information in the Dashboard document.
Agent Detail Panel
By double-clicking on an agent's row or using the relevant shortcut on the list, the detail screen opens, showing all operational information and control tools for that agent. This screen can only be viewed by supervisors or authorized users.
Statistics Summary
The top section displays the agent's current and daily summary performance data:
Username and Avatar
Projects and Queues Logged Into
Last Login Date and Time
Daily Total Call Time
Average Call Time
Average Response Time
Number of Calls Answered (Inbound)
Total Number of Calls Handled
Total Break Time
Efficiency Rate (graphically as %)
Current Status Information
The agent's current status (Available, On Call, On Break, Offline, etc.) is displayed.
A separate counter indicates how many minutes the agent has been in this status.
Status Change Authority
Supervisors can remotely change the agent's status.
However, this is only applicable for statuses defined as "Changeable by Supervisor".
Call Intervention Options
(Only active when the agent is on a call)
Listen
The supervisor can listen to the call live.
The conversation between the customer and the agent can be directly monitored.
The agent and customer are not informed of this listening.
Whisper
The supervisor speaks only to the agent.
The customer does not hear this conversation.
The purpose is to give the agent whispered/silent instructions.
Join
The supervisor joins the active call as a third party.
The customer and agent hear the supervisor.
The call turns into a three-way conference.
Take Over
Takes the active call from the agent.
The supervisor takes over the call and continues the conversation with the customer.
The agent's call is terminated.
End
Ends the active call.
The call is terminated by the system and marked as "Ended by Supervisor" in the system logs.
Agent Management Panel
On the agents (agent) screen, a set of tools for supervisors to perform bulk or individual management operations by selecting one or more agents.
This panel can only be used by authorized users (supervisor/admin).
You can access this panel from the "Manage" option on the right side of the page.
Announcement Sending
Usage Options:
Project-Based Sending: The supervisor can send an announcement to all agents of the selected project at once.
User-Based Sending: Announcements can be sent individually to only selected agents. If no selection is made, no action is taken.
Process:
Fill in the title and content boxes.
Select the type of sending: Project or user?
When the send button is pressed, an instant pop-up announcement appears on the relevant agent's screen.
Announcements are recorded.
Add/Remove Queue
Purpose:
To change the queues the agent can log into.
Usage:
The selected agent's queue list opens.
New queues can be added, existing ones can be removed.
System check: If the queue to be removed is the agent's only logged-in queue, the action is blocked.
Example: “Agent is only logged into this queue. Cannot be removed.”
Change Status
Purpose:
To remotely update the agent's current status (e.g., “Break” → “Available”).
Permission:
Only statuses defined as “Changeable by Supervisor” can be selected.
Status definitions are made from the operations management panel.
Example Scenario:
If an agent forgets to take calls, the supervisor can set them back to “Available” status.
Force Logout
Purpose:
To forcibly log the agent out of the system.
Feature:
If the agent is not on an active call, they are logged out immediately.
The logout process does not activate while on a call; the system gives a warning:
“Cannot log out of the system while the agent is on a call.”
Use Case:
To end a session that the agent forgot to close in the system.
To correct inconsistent situations.
Additional Usage Details
Multiple Selection: All actions can be applied to multiple agents at once.
Real-Time Update: Each action is instantly reflected in the user panel.
Unauthorized Access Prevention: Users who are not supervisors cannot see this panel.
User Action History: All interventions are logged.